Zoom Phone CTI Guide

Zoom Phone Integration

Velaro integrates with Zoom Phone to deliver screen pops on inbound calls, log call activity to your CRM, and let agents hold/resume/end a call from the Velaro sidebar without switching to the Zoom client. There are two separate pieces, billed and connected independently:

• Inbound screen pop (base) — works as soon as your site's phone numbers are configured; no Zoom login required on Velaro's side.
• In-call control (add-on) — hold/resume/end/call-log sync from the Velaro sidebar. Requires each agent (or a shared admin) to connect their own Zoom account via OAuth, and is gated by a separate paid entitlement.

See the Telephony & CTI Overview guide for how screen pop, call logging, and IVR hand-off work across all Velaro phone integrations — this guide covers Zoom Phone-specific setup only.

Requirements

Setup

Step 1 — Connect your Zoom account

Go to Settings → Integrations → Voice → Zoom Phone. Click Connect. You're redirected to Zoom to sign in and authorize Velaro; Zoom then returns you to Velaro with a confirmation. Reconnecting later (e.g. after changing your Zoom password) simply replaces the existing connection — no need to disconnect first.

Step 2 — Verify the connection

The Zoom Phone settings page shows Connected as {your Zoom email} once authorization succeeds. If this doesn't survive a page reload, the connection didn't save correctly — disconnect and reconnect.

Step 3 — Confirm the Call Control add-on is active

If in-call hold/resume/end controls don't appear in the sidebar during a call, confirm the Zoom Phone Call Control add-on is enabled on your plan (Settings → Subscription). The base screen-pop path works without it; the in-call buttons do not.

Screen Pop on Inbound Calls

When a call arrives on an agent's Zoom Phone number, Velaro reuses the SAME screen-pop mechanism every other CTI voice integration uses (NetSuite, HubSpot, Salesforce, and more) — no Zoom-specific screen-pop code exists or is needed:

1. Zoom sends Velaro a call event for the number that was dialed.

2. Every screen-pop provider enabled for your site is checked in parallel for a match on the caller's number.

3. The first match surfaces in the Velaro agent sidebar — before the agent answers, in real time.

If the agent's browser tab is in the background, Velaro also sends a push notification so the incoming call isn't missed.

Taking a call changes your Velaro status. The moment a Zoom Phone call connects, Velaro automatically marks the agent On Call — this can affect chat routing while the call is active, and reverts automatically when the call ends, goes unanswered, or goes to voicemail. An agent already handling a chat can still be offered a call (governed by a separate "available for calls while in chat" setting), but once a call actually connects, the On Call status change happens regardless.

If no CRM match is found, the sidebar displays the raw caller ID and a search box for manual lookup.

In-Call Agent Controls

Once a Zoom Phone call is active, the agent's Velaro sidebar can hold, resume, and end the call directly. Call transfer is not available yet — the sidebar keeps hold/resume/end available in the meantime.

Call Log Sync

After each call ends, Velaro writes a log entry to your connected CRM (direction, duration, outcome, agent, timestamp, notes — see the Telephony & CTI Overview guide for the shared field set).

Use Cases

Inbound sales calls — Agents see the caller's CRM record, deal stage, and last activity before answering. No hold time for lookups.

Support queues — Agents see open tickets and previous conversations immediately. Customers do not need to repeat themselves.

CRM activity history — Every Zoom Phone call is logged automatically. Sales managers can review call volume and outcomes in the CRM without manual entry.

Troubleshooting

Contact Velaro support at support@velaro.com if any of the above doesn't resolve the issue.